Integrations
Five9
How your agents work alongside Five9, taking the calls your Five9 routing sends them and transferring back into your skills with a written brief.
On this page
If your contact centre runs on Five9, your agents work alongside it. Five9 keeps routing every call through the IVR scripts (the automated menus and call logic callers pass through), skills and campaigns your team manages. You choose which calls reach the agent. Calls that need a person go back into Five9 with a written brief, and your Five9 reporting stays as it is.
The connection to your platform is configured during implementation, around your existing set-up. Nothing in your platform changes until your team makes the routing change.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Take chosen calls | Five9 routes the options, skills or hours you choose to the agent | Payment date questions on a developer's customer line |
| Transfer into your skills | Calls that need a person go back to the Five9 skill you set | A buyer asking to restructure a payment plan passed to the collections team |
| Deliver the brief | The person taking the call sees who the caller is, what they asked, what has been established and what is outstanding | Your colleague answers already knowing the unit and the instalment |
| Take overflow | Calls route to the agent when a skill's queue passes a threshold you set, configured during implementation | The week instalment notices go out |
| Keep the record complete | Conversations your team handles in Five9 can also be captured into the customer record, configured during implementation | The agent knows what your colleague agreed |
How it connects
Your Five9 administrators add a route from Five9 to the Telonic SIP endpoint in your chosen region. SIP is the standard protocol business phone systems use to set up and connect calls. Your IVR scripts then send the options or skills you choose to that route, and your team can change or remove the route in Five9 at any time.
When the agent transfers a call, it sends it back into the Five9 skill you set. The call carries a conversation reference in a SIP header (a field of information that travels with the call), which Five9 uses to present the brief to your colleague. How the brief appears on their desktop is agreed with your Five9 administrators during implementation.
The technical detail
| Item | Telonic's approach |
|---|---|
| Signalling | SIP over TLS (Transport Layer Security, which encrypts data in transit), version 1.2 or higher |
| Audio | Encrypted with SRTP (Secure Real-time Transport Protocol) by default |
| Authentication | IP allow-listing (accepting traffic only from known addresses) and SIP digest credentials (a username and password check on each call). Mutual TLS, where both sides present certificates, is supported |
| Codecs (audio formats) | G.711 A-law and µ-law, G.722, Opus |
| Transfers | SIP REFER (an instruction that hands the call back to your platform to connect) by default, or a bridged transfer (the agent stays on the line while connecting your colleague) where the brief must be spoken first |
| Brief delivery | Conversation reference in a SIP header, used by Five9 to present the brief |
| Health checks | SIP OPTIONS, so your side can route calls to your team if the endpoint cannot be reached |
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Receive calls from chosen routes | Inbound calls | Only the options and skills your IVR scripts send |
| Transfer into named skills | Handover to your team | Only the skills you list |
| Pass the brief with the call | Your team sees the context | On for every transfer |
| Receive records of calls your team handles | A complete customer record | Not granted unless you choose it |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Sahel Crest Properties runs its customer service line on Five9.
- The team routes the IVR option "Questions about my payments" to the agent.
- Hamza calls to ask when his next instalment is due. The agent confirms his identity and reads his schedule from the developer's system: the next instalment falls due when the tower reaches its next construction milestone.
- He asks to split the instalment in two. That is not one of Sahel Crest's permitted payment structures, so the agent transfers him to the collections skill.
- The collections colleague sees the brief, with the unit and the amount due, and discusses the options with him.
What your team controls
- Which Five9 options, skills and hours route to the agent.
- The skill each kind of transfer goes to.
- Whether calls your team handles are captured into the customer record.
Related
- Contact centre platformsIntegrations
- Voice: connecting your telephony over SIPChannels
- Voice: transfers, callbacks and overflowChannels
- Handover to your teamAgents
- PermissionsIntegrations
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